Complaints

This profile includes complaints for United Spas Manufacturing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Spas Manufacturing

  5321 Pirrone Rd Salida, CA 95368-9089

  
• 

  United Spas Manufacturing

  PO Box 935 Salida, CA 95368-0935

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 2 hot tubs from them in the past. We came in to buy our third tub. ******** promised everything we wanted in a tub and we left a $1,000.00 deposit. The day before they were to deliver we paid the remainder of the bill. They came to deliver the tub and started tearing out the wires of our existing tub. Our tub is not usable and they refuse to repair the damage they caused. We looked at what they brought us and it was a beaten up scratched tub with the wrong finish. We immediately told them we would not accept it. Our contract at this time was still less than 3 business days old. We immediately called them and they absolutely told us all sales are final and would not return our $5800.00 or repair our old tub as it is not usable anymore. We got our **** card company involved. Three weeks later *** calls and said they ruled in his favor and we would not get our money back. He said for another $1,000.00 he would give us a different tub. We contacted our ************ and they said it was not finalized. *** flat out lied. Here we were returning customers and they treated us like dirt. They could have returned our money as we had not received a hot tub. *** was rude and adamant about not giving us our money back. This company does not want to provide you with a hot tub they just want your money.

  

  Business Response

  Date: 07/23/2025

  To Whom It May Concern,
  
  
  This response is submitted regarding the recent complaint filed against United Spas Manufacturing LLC.
  
  
  The customers account is misleading and omits key facts. This was a repeat customer who placed a $1,000 deposit and later paid the remaining balance for the exact spa model they selected and agreed to purchase. All specifications and sales terms were clearly communicated and documented.
  
  
  Upon delivery, our team began the standard removal of their existing spa, which was necessary for the installation of the new one. At that point, the customer abruptly refused the new unitclaiming cosmetic concerns that were not present at the time of loading and contradicted our condition checklist. The spa matched what was selected and invoiced.
  
  
  Most importantly, our invoice clearly states in large, bold red printand was signed by the customerthat all sales are final and that down payments are nonrefundable. This is standard policy, and the customer acknowledged it in writing.
  
  
  Despite this, and in an effort to defuse an increasingly hostile and harassing situation, I personally authorized a refund through their credit card company. Unknown to me at the time, my internal team had also issued a refund directly. As a result, the customer received two refunds totaling ******** overpayment of $4,800.
  
  
  I have made multiple attempts to contact the customer to explain the overpayment and request repayment of the duplicate refund. They have ignored all calls and messages.
  
  
  If we do not receive a response within ************************************************************** ***************** to recover the outstanding funds.
  
  
  This complaint is not only baseless, it is intentionally deceptive. We went above and beyondviolating our own written policiesto accommodate this customer and resolve the situation amicably. It is deeply unfortunate that our goodwill has been met with dishonesty and silence.
  
  
  Sincerely,
  *** *****
  President
  United Spas Manufacturing LLC
  Phone: **************
  Email: *****************************************************************
  
  

  Customer Answer

  Date: 07/23/2025

  I am rejecting this response because:

  First of all we never received addition funds. Our **** card company handled everything directly through them. Secondly, we spoke with ******** when we ordered our spa. She promised us everything we wanted. We dont know your abbreviations you write on the invoice but she assured us we were getting what we wanted.  What was delivered to us was a beaten up, scratched up hot tub with the wrong finish. We were very kind to the installers and they assured us that the company would make it right for us. All we wanted was our money refunded or give us the tub we ordered. *** very rudely responded that he would never refund our money and hung up on me while I was on the phone. Our contract was less than 3 business days old. When I told *** that it was under 3 business days he said it didnt matter. Contracts originated in their place of business do not apply to the 3 day rule, only if we had purchased the hot tub in our home, so *** said. Again lying to us. Also *** lied to us when he said the credit card company ruled in his favor. *** tried to get us to spend more money and wanted us to purchase another tub. All we are asking is that he repair the wires that the installers ripped out while attempting to remove our existing hot tub. We did everything right. All of this could have been avoided if he had given us the hot tub we ordered or just returned our money. Also *** or his company has not reached out to me once since we settled with the credit card company. They ruled in our favor so what does that tell you. He has never called me, my phone records can prove this, and we never received any additional funds. 

  
  

  

  Business Response

  Date: 07/24/2025

  Business Response to BBB Complaint
  
  
  The spa was never delivered or installed due to the customers aggressive and hostile behavior toward our delivery staff. For the safety of our team, we elected to pause delivery and remove the unit from the property. Despite this, we agreed to a refund through the credit card dispute process. Unfortunately, due to a miscommunication with our merchant processor, we also processed a direct internal refund at the same time. As a result, the customer received an additional $4,800 on top of the original chargeback credit.
  
  
  Although the customer disputes this, we strongly encourage them to review their credit card statements and speak with their bank to confirm the duplicate refund. We have made numerous attempts to contact the customer by phone to resolve this matter, but have not received a response. If the customer does not contact us to resolve this overpayment, we will be pursuing small claims court to recover the $4,800 balance.
  
  
  We reject claims that we lied, misled, or acted in bad faith. The spa scheduled for delivery matched the model and finish listed on the signed invoice, and it was thoroughly inspected prior to loading. The claim that a beaten up or scratched spa was delivered is inaccurate, as the spa was never unloaded or left at the property.
  
  
  Our business has acted in good faith and remains willing to discuss a resolution directly. We encourage the customer to contact us immediately so this matter can be resolved without court involvement.
  
  

  Mrs ***** please call me ************

  Ive tried reaching you at the 0650 and 5665 number  neither one of them answered or responds to my messages. Somehow I had a 925 number which lead to ******? I tried asking her to have you call me also. A simple phone call can probably clear this up  

  
  

  Customer Answer

  Date: 07/31/2025

  I am rejecting this response because:

  My husband and I were very kind to the installers. Ask them, we had no issue with them. Stop lying ***. I am sick and tired of repeating myself.

  ******** promised us a hot tub we didnt receive. I told ******** what we wanted, she agreed to it all and we purchased a hot tub in good faith. Talk to her about her codes she wrote on our receipt. Do you do this with all your customers? What kind of business are you running? And we were returning customers!
  
  *** was rude and adamant about not returning our money and hung up on me while I was talking to him. The only person aggressive was ***.
  I want the wires fixed on our old tub. The installers ripped them out right before we saw the beaten up tub you sent.

  In your last message *** you stated you sent the wrong tub. So why are you changing your story now? My husband took pictures of the scratched up tub with the wrong finish. So please dont tell me you inspected it first.

  I have never received a phone call from you. Our ************ told us not to talk to you while we had a claim. I can show my phone records. You also harassed my daughter telling her to contact you with an urgent message. She had to interrupt her work day to contact you. She felt it was inappropriate for you to text her stating there was an urgent message about my husband *****. She was quite upset and blocked you from harassing her again.
  Please fix our tub and this will end. 

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a hot tub from United Spas late 2022. ****** from sales was good and we felt well taken care of. Delivery was professional prompt and delivered when promised. We signed off that there were no incidents and we were 100% satisfied. After we signed, while the installers were picking up the trash, one of them noticed a broken corner piece and a missing trim piece. He notated the damage on some of the paperwork and said this would be addressed promptly (within a couple of weeks) and at that time they would deliver the owners manual that was missing (also notated). We did not hear back, so I tried calling several times. I only got voicemails, which I left and no one replied. I tried e-mailing them, and no replies. They finally contacted me March 15th 2024 to have them come out and service my spa for $299, that they wanted me to pay for ahead of time. I advised them that I'm not comfortable paying for a service ahead of time if they can't replace the damaged and missing parts from the delivery. I was told that she would get to her service manager on Monday and get back to me. Never heard back regarding that. Then I got a call June 28th 2024 from a new employee trying to sell me the $299 service, and I explained the same thing. Now I'm told there were no notes about the damage and missing items and missing owners manual and now my labor warranty is over. They want me to pay 1 hour labor AND the inspection fee (graciously lowered to $269) for them to look at the damage and missing items I've already sent pictures of via text to the last 2 employees trying to schedule service. I should not have to pay anything for them to fix and deliver the items from delivery. And the paperwork that had that info is not being found by United Spa, so they are saying it never happened. Did the installer just throw it out the window and now I'm lying trying to get a free owner's manual, corner piece and trim piece? I'll even pick the 3 items up and install myself if need be.

  

  Business Response

  Date: 10/07/2024

  I have reviewed this customer complaint. As any business owner knows, it is very hard to find good help that will treat your customers with top of the line service, and represent the business as I (owner) would every time. There was a decent amount of turn over in the service department during this customers inquiry about two simple service requests. I am taking immediate action to help this client and have given him my personal cell for any further needs. This customer is very kind, polite, and reasonable. After a phone call he is willing to give me the grace we both believe is deserved to remedy his simple requests. He is scheduled to get this handled this week. This customer loves the spa and product, he just was not very happy with this lack of help from service department. 

   

  Respectfully, 

   

  Tim Kelly (owner)

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:

  I would like to re-open or add a comment to complaint number 21999488. Tim from United Spa is still awaiting parts that had to be ordered and I advised him that I would update my complaint once repairs were complete and once I received the owners manual. So far he has made good progress in taking care of this issue. I would like to update once all repairs are done and owners manual is accounted for. Please reply to this email or call me at (209)614-3956. Thank you!

  
  

  
  

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a spa 1 year ago. Purchased speakers / stereo for spa now the speakers are not working. The company stated that they only warranty the stereo for 6 months. After researching the cost of the speakers I found out that I was charged over 800 for stereo however the the speakers only cost $25 each. When they delivered the spa they delivered the wrong spa to my house. Filled it up they came back removed the spa. Dont talk to ****** the so called owner. Has no people skills and is very rude. This company should be exposed for there poor business tactics. The spa was marked up to $16,000 then it was marked down to half being a floor model. Complete scam. Please look into this business

  

  Business Response

  Date: 03/26/2024

  Thanks for reaching out.  We replaced the ozone water purifier for ********************.  All electronics are covered for 2 yrs.  In this case the spa was about 3 years old and the ozone expired due to customer overfilling spa and water backing up into the ozone causing it to expire.  Most ozone's can last up to 5-7 years depending on use if customer doesn't overfill.   Not only did customer sign on delivery day that he understood the warranty, but he also signed the service call showing the cost and saying he was 100% satisfied with the service.  We apologize for his frustration.  Sorry if he misunderstood.

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because: the communication has nothing to do with my spa.  My spa was bought less than a year ago  review the comments
  

• Initial Complaint

  Date:02/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Spas MFG, LLC. fraudulently charged my credit card for $539.36 with out notifying me. They charged a card I had used for a previous one time payment, but that card was not authorized to be kept on file. The technician *** lied about notifying me that there would be a charge for a part that was replaced and I was under the impression that it was covered by my warranty. United Spas then altered the service agreement after giving me my copy. They only sent me a receipt for the 40 point inspection I paid for which was $299.00. I was never given a receipt for anything else and it wasn't until I received my credit card statement did i notice the charge. I have disputed the charge with my credit card company and am currently dealing with that.

  

  Business Response

  Date: 03/26/2024

  We replaced the ozone water purifier for ********************.  All electronics are covered for 2 yrs.  In this case the spa was about 3 years old and the ozone expired due to customer overfilling spa and water backing up into the ozone causing it to expire.  Most ozone's can last up to 5-7 years depending on use if customer doesn't overfill.   Not only did customer sign on delivery day that he understood the warranty, but he also signed the service call showing the cost and saying he was 100% satisfied with the service.  We apologize for his frustration.  Sorry if he misunderstood.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new spa cover & lift which cost us $1400 which United spa installed. The next day our spa wasnt working. My husband called *********** told him to try flipping the breaker switch which he did but it didnt work. They agreed to come out to see if they could fix it. My husband had a conversation with the owners wife (********) who, after a discussion, told him there would be no charge for coming out. Which seemed reasonable since it was right after theyd worked on the spa that it stopped working. When the service guy came out (today), he flipped the breaker switch & the spa came on. He was here for less than a minute & wanted to charge us $299. I told him that was absurd, that wed been told there wouldnt be any charge. I spoke to the owners wife who lied & said she had it in writing that my husband had agreed to pay $299. He never agreed to that. Nor did he ever see it in writing. In the conversation hed had with her she had told him wed be charged $99 & after he pointed out that it had been working before they touched it, she told him thered be no charge. I felt victimized & that the company tried to take advantage of us. I told them I was not paying that for a less than one minute service when wed been told thered be no charge. Later my husband called them & spoke to the owner (***) who was rude, my husband said he felt like *** was blackmailing him saying things like, you need us to supply you with parts in the future, implying you better pay up. *** pushed & pushed until my husband felt intimidated & coerced into agreeing to pay them $99. To add insult to injury, even though United Spas had originally told us we could pay the $1400 in two installments, *** told my husband in the same conversation today that they decided not to allow that after all & we had to pay the full amount immediately. This is very unprofessional behavior. My *********** are very upset with how we were treated. The company lied to us & wed like our $99 back.

  

  Business Response

  Date: 10/13/2022

  This customer called in for a cover and lifter. We sold them these items which we installed to perfection. We then got a call from the customer a few days later stating that they had an electrical issue with the spa breaker. This situation clearly has nothing to do with a cover and cover lifter. This would be like stating you got your car tires rotated, and now your stereo in your car does not work (very different things, and the purchased items have nothing to do with the breaker). The customer agreed to a service fee of $299 for the technician to come out and evaluate the issue with the spa. Technician got to the home and eventually diagnose the issue was a breaker that had tripped. The customer immediately started they would not pay for the service technician to flip their breaker back on. I gladly explained that its our standard service fee. We charge $299 for every service call which helps pay for fuel, wear and tear on the vehicle, wages, and other cost of doing business. This customer lectured us about doing the service call complementary because it was a "simple fix". What the customer does not want to understand is there is still a cost of doing business, and the time, labor, expense, and effort put forward to drive two hours away to their home is not free. I ended up settling the balance to $99 for our time and drive out to their home. I do not believe this is fair and still think they should be paying the full $299 for the service like all the other customers do when using our services.